Senior Director, Messaging Operations Americas

Telesign connects, protects and proactively defends companies, customers and the digital interactions between them. With powerful AI that delivers identity with speed, accuracy and global reach, we enable Continuous Trust. Empowering companies to transact, communicate and engage with their customers free of fear, Continuous Trust makes the promise of the digital economy possible.

The Senior Director, Messaging Operations Americas, is responsible for overseeing messaging quality, continuity, and pricing for our largest customer segment. The primary objective of Telesign’s Messaging Operations team is to ensure the right balance between quality of service and speed-to-market for our messaging and omnichannel products. This is a regional leadership role requiring technical, analytical, and commercial expertise across both North and South America. You will work cross-functionally across the organization to ensure stakeholder satisfaction with various aspects of our messaging operations, leveraging a team of direct reports to deliver a best-in-class messaging experience to some of the world’s largest brands.

This individual will lead Telesign’s Americas Messaging Operations team, reporting to our Global Head of Messaging Operations.

Business messaging is a rapidly growing industry. Telesign’s APIs connect some of the world's largest brands with their consumers to deploy rapid and critical communication. The reliability of our messaging platform serves as a foundation for our customers’ mobile communication and operations. Our role in Messaging Operations is to proactively look at worldwide routing patterns, define the optimal routing profile per customer, monitor message delivery rates, and general connectivity performance across our many messaging paths. The ideal candidate must be able to connect the dots across disparate data points, guide a team of messaging experts, and use great judgment while providing real-time support, detailed guidance, and recommendations to support our customer’s messaging needs. You will be leading a cross-functional team with various functions including Service Quality, Sender ID Enablement & Consumer Trust, Commercial Operations related to Cost and Pricing, and Technical Routing. You will be working with an experienced international team dedicated to improving messaging performance and profiling our underlying interconnectivity based on quality vs. cost.

The role is a critical position, and strategic in refining Telesign’s Messaging Operational processes. With the strategy defined, this individual will identify bottlenecks, create documentation, and ultimately earn stakeholder buy-in as we move to define a roadmap of automation for critical business processes.

This role will primarily be staffed during core business hours, Monday through Friday, with the potential need to support for extenuating events during the evenings and weekends. 

Key Responsibilities

• Define Telesign’s strategy through deep understanding of the North and South American messaging landscape.
• Manage business relationships with telecommunication providers alongside Global Connectivity teams in a matrix organization structure.
• Identify metrics to measure a healthy, compliant, and sustainable growth model for messaging across your region.
• Monitor identified metrics for deviations and leading indicators to inform remediation plans within the Messaging Operations department and across the Telesign organization.
• Proactively monitor for risk and opportunities, and exercise lateral influence to ensure Telesign’s Product team futureproofs our offering.
• Exercise fiduciary responsibility to ensure Telesign’s messaging business is run as an optimized cost center, including but not limited to budget exercises, invoice auditing and approvals, and cost-of-sales optimizations.
• Be a point of escalation for your Americas-based Messaging Operations team, while ensuring a common decision-making methodology is applied across your regional counterparts.
• Communicate strategy and progress internally and collaborate with internal teams including Customer Success, Sales, Finance, Legal, Marketing, Product, and Engineering.
• Act as regional subject-matter expert for business and regulatory affairs associated with the messaging products on new and prospective product/service launches.
• Demonstrate the ability to develop individual contributors in a way that creates a common thread between their personal-development goals, team-level initiatives, and Telesign’s growth objectives.
• Highlight accomplishments and learnings in a way that iteratively improves the work of the entire Messaging Operations department.

 Essential Requirements

• Bachelor’s degree in business, computer science or similar field required; MBA prefer